TrustRadius Insights
HappyFox Help Desk is a versatile software that has found widespread use across various departments within companies. Users have praised …
Starting at $29 per user/per month
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What is HappyFox Help Desk?
HappyFox is a web based customer support ticketing system hosted in the cloud. It helps track and manage all customer support requests across multiple channels like email, chats, social media and phone in a centralized ticket support system. It provides…
Recent Reviews
Popular Features
- Organize and prioritize service tickets (5)10.0100%
- Ticket creation and submission (5)10.0100%
- Ticket response (5)9.595%
Pricing
Mighty
$29
Cloud
per user/per month
Fantastic
$49
Cloud
per user/per month
Enterprise
$69
Cloud
per user/per month
Entry-level set up fee?
- No setup fee
Offerings
- Free Trial
- Free/Freemium Version
- Premium Consulting/Integration Services
Product Demos
Managing Customer Reported Incidents Using PagerDuty and HappyFox Help Desk
YouTube
Task Management – Create Tasks within Tickets with HappyFox
YouTube
Create Great Knowledge Bases and Promote Self-Service with HappyFox
YouTube
Shared Inbox for Customer Support | HappyFox Help Desk
YouTube
Features
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Product Details
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What is HappyFox Help Desk?
HappyFox Help Desk Video
HappyFox is ridiculously easy, powerfully simple customer support and ticket management software.
Visit www.happyfox.com for more information.
HappyFox Help Desk Competitors
HappyFox Help Desk Technical Details
| Deployment Types | Software as a Service (SaaS), Cloud, or Web-Based |
|---|---|
| Operating Systems | Unspecified |
| Mobile Application | No |
Frequently Asked Questions
HappyFox is a web based customer support ticketing system hosted in the cloud. It helps track and manage all customer support requests across multiple channels like email, chats, social media and phone in a centralized ticket support system. It provides integration with other web apps like CRM, live-chats, voice and bug tracking apps. Community forums feature help customers help each other and connect. Mobile versions of Happyfox provide support on the move.
Desk.com (discontinued), Freshdesk, and Zendesk Suite are common alternatives for HappyFox Help Desk.
Reviewers rate Organize and prioritize service tickets and Subscription-based notifications and Ticket creation and submission highest, with a score of 10.
The most common users of HappyFox Help Desk are from Mid-sized Companies (51-1,000 employees).
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Reviews and Ratings
(12)
Community Insights
TrustRadius Insights are summaries of user sentiment data from TrustRadius reviews and, when necessary, 3rd-party data sources. Have feedback on this content? Let us know!
- Business Problems Solved
- Pros
- Cons
- Recommendations
HappyFox Help Desk is a versatile software that has found widespread use across various departments within companies. Users have praised its integration and connectivity capabilities, allowing for seamless collaboration on projects. The ability to tag people in High Rise CRM system and easily tag tickets from HappyFox in internal communication channels like Slack and emails has greatly enhanced the efficiency of internal communications.
One of the primary use cases of HappyFox Help Desk is in the IT department, where it has replaced outdated and poorly managed ticketing systems. Employees now have access to an intuitive portal where they can report IT-related issues with ease. The software has increased transparency by accurately tracking tickets and correspondence between staff and customers, ensuring that no query or concern goes unresolved. Additionally, HappyFox serves as the main IT ticketing system and fleet services management tool, allowing anyone in the company to submit IT help tickets. This has streamlined the process of issue tracking and maintenance across various systems in IT and facilitated timely repairs, as well as direct communication with drivers in fleet management.
HappyFox's cloud-based customer help program is a transformational tool that focuses on improving client satisfaction through customized engagement. It centralizes help issues and inquiries, reducing the need for support emails or mailing lists which could lead to confusion or delays in responses. Users have appreciated features such as the ability to reassign tickets to different departments, creating smart rules for customization, and auto-tagging based on priority criteria. These features have proven valuable in efficiently managing customer inquiries and ensuring that each ticket is addressed by the most appropriate team or individual. Additionally, the program includes essential components such as a call center, real-time chats, call logs, case and complaint management, issue tracking, and surveys, providing comprehensive support for customer service operations.
Overall, HappyFox Help Desk has proven its value in a wide range of use cases. Its ease of use, integration capabilities, and customizable features make it a reliable solution for organizations looking to streamline their ticketing and customer support processes.
Efficient Ticket Assignment: Users have found it helpful that the HappyFox Help Desk allows tickets to be easily assigned to a specific person, preventing tickets from getting lost or going unanswered. Some reviewers appreciated the ability to assign tickets by department, ensuring that they are routed to the appropriate team. The ability to mark tickets with different stages of progress was also praised for enabling quick status determination without direct inquiries.
Streamlined Workflow Automation: Reviewers highlighted the usefulness of the Smart Rules feature in HappyFox. This feature allows users to create triggers based on various criteria, automating ticket management and streamlining workflow. The ability to automate ticket assignment based on defined criteria has been particularly valuable for efficient handling of support requests.
Intuitive Interface and Customization Options: Users have praised the easy-to-use and clean interfaces of HappyFox across all platforms, whether accessed through web interface, mobile web interface, or mobile apps. The intuitive design allows for quick updates and actions to be completed in just a few clicks, enhancing user productivity. Additionally, users appreciate the software's customization options such as custom color schemes and logos for visually appealing and user-friendly ticket submission processes.
Buggy Text Box: Some users have experienced frustration with the text box in the ticket creation process, as they report that the mouse cursor randomly jumps to another line. This issue has resulted in a slower workflow and increased annoyance for these users.
Inaccurate Due Dates: Users have encountered confusion due to tickets not displaying their due dates correctly. This inconsistency has led to potential missed deadlines and added uncertainty in managing tasks within HappyFox Help Desk.
Delayed Notifications: Several reviewers mention significant delays in receiving notifications from HappyFox Help Desk. In some cases, users report not receiving any notification at all, which places the responsibility on the assignee to manually check for new tickets. These delays can lead to decreased efficiency and potentially overlooked issues.
Users commonly recommend HappyFox as a great tool for helpdesk and customer service. They highlight its ease of use and accessibility to previously unavailable tools. Users have found it to be a good value for its functionality, exceeding their ticket expectations. They also appreciate the regular updates and good customer support provided by the software.
To ensure successful implementation, users suggest doing a demo and having clear requirements beforehand. However, some users mention the need for lower pricing and additional features like mobile options and better user information.
Another common recommendation is to use HappyFox Chat alongside the ticketing system, as it enhances communication and support capabilities. Additionally, users praise the software's great UI, excellent reporting functionality, and responsive tech support team that promptly addresses important questions.
Attribute Ratings
Reviews
(1-4 of 4)Companies can't remove reviews or game the system. Here's why
August 25, 2021
One-stop Help Desk Solution
HappyFox is used as our main IT ticket system as well as our fleet services. It is currently used from an admin side in IT and Fleet respectively, but anyone in the company can submit tickets for IT help. HappyFox gave us the ability to track and maintain issues throughout our various systems in IT. For fleet it gives the fleet manager the opportunity to manage repairs in a timely manner and reach out directly to the drivers.
- Tracking
- Reporting
- Customizing
- Reports can be a bit lacking
95%
9.5
90%
9.0
88%
8.8
- Being able to track progress throughout repair
- Historical issues
- N-able MSP Manager (formerly Solarwinds MSP Manager) and Zendesk Support Suite
HappyFox delivered a more cost effective solution and asset management had no limit. The main problem I saw with the various other services I demoed, was the up charges. The pricing seems manageable until you see that they charge for every 100 or so of this and 100 of that. HappyFox is truly a one-stop shop for us.
July 28, 2021
Complete Customer Support from HappyFox
HappyFox is a transformational cloud-based customer help program, that focuses on improving the satisfaction of clients, through customized engagement. The program has a call center, which records calls, supports real-time chats, and has a call log. Furthermore, has case and complaint management, which provides responses or feedback to the raised questions. Lastly, HappyFox tracks issues, and this is followed by a survey procedure.
- HappyFox supports a live chat, an easy way for feedback and response concerning the raised issues.
- HappyFox conducts progressive surveys, and feedback attained.
- Case management feature is another benefit.
- No campaign management from HappyFox.
- HappyFox lacks performance metrics.
- No email management from HappyFox.
96.66666666666666%
9.7
95%
9.5
96%
9.6
- Through Email support, the company conducts a marketing plan, through sharing of catalogs.
- Survey and feedback are conducted and attained from HappyFox.
- HappyFox supports live chat, an easy way to perfect the satisfaction of clients.
- ClickHelp and Help Scout
HappyFox has a customer tracking gadget or capacity, which acts as a feedback and survey solution. The classification of complaints is another feature that HappyFox embraces. The escalation management has been a suitable experience for HappyFox. Calls and live chat are the immediate communication features that HappyFox deployed, and they are extensively helping us.
April 30, 2019
Tickets with Happy Fox
We currently use Happy Fox across all departments for internal and company tickets. It’s used for client requests, as well as tickets between departments. It’s the simplest solution to have a ticket system that allows us to integrate and be connected on all projects, big or small. We use it most frequently when we are tagging people in High Rise, our CRM system. We also tag tickets from Happy Fox on some internal communication on Slack and in emails as well.
- Ability to assign tickets to a specific person. When you look at the Your Tickets section, every ticket that’s currently assigned to you appears in one place, which is helpful.
- Ability to mark tickets in different places of progress. It’s helpful to be able to look at an individual ticket and know where in the cycle of progress it currently is. This is much easier than having to ask someone directly and waste time.
- Ability to easily assign by department. In a busy digital marketing company, the last thing anyone wants to deal with is their ticket disappearing into the great unknown. Being able to assign tickets to specific people as well as categories or departments helps solve this issue.
- I’ve had issues with the text box when I’m creating the text of the ticket. Sometimes the mouse just goes to another line for no reason. This is a small but annoying bug that tends to slow me down.
- Our company struggles with the due dates of tickets showing up the right way. On many occasions, I’ll put a due date but the person it’s assigned to will end up with a due date that’s a day later.
- We’ve struggled with notifications from Happy Fox coming into our email. Sometimes there is a severe lag, like the ticket that’s created by you comes a day or two later. Even worse, sometimes a ticket will be assigned to you but you never got a notification. Then it’s on the ticket assignee to make sure you saw the ticket and it’s on your radar.
36.666666666666664%
3.7
20%
2.0
N/A
N/A
- Having Happy Fox has helped organize our ticket systems. Spending less time sorting through tickets has meant we are spending more time doing work that pays for our clients.
- Happy Fox allows us to see all of our tickets in one place easily. Instead of having to deal with Excel spreadsheets, you can export ticket information like the average amount of time spent on tickets, who completed the most, etc.
- With Happy Fox, we are more productive and it’s something easily accessible to every member of the company. Each person has a login giving every employee accountability for their tickets and output.
Mojo was an okay ticket system but it was difficult to track. You also couldn’t consolidate between messages very well, which would leave you with long threads to deal with and waste time. With Mojo, it suited our needs for a time but as the company grew, it became clear we needed a more robust ticket system to work efficiently.
November 06, 2018
Happy Customer - HappyFox
At long last, we figured out how to sort out all help issues and inquiries in a single place, as opposed to utilizing a support email or mailing list. Additionally, we cut down on the quantity of clients who might email one help individual separately again and again, as opposed to having their query addressed by whoever happens to be available.
- HappyFox is restricted in what it can offer (particularly the free version,) yet it functions exceptionally well as a support ticketing framework.
- Clients have an portal to submit tickets, mind progress, and react to support assistant's updates or plans.
- Administrators can track tickets, see what's left open, and set up plans that ensure tickets are not overlooked and are given the best possible priority to get dealt with.
- There are a few features that I would hope to be standard that are not yet accessible. For instance, having different time zones isn't a choice, and clients aren't able to create their own reports, only staff can. So, my staff is required to run those reports for our clients.
93.33333333333334%
9.3
85%
8.5
74%
7.4
- You can assign tickets to the relevant team or individual systematically, rather than assigning it manually.
- The great queue functionality, which reduces response time to customers' queries.
- You can set up auto-replies on customer tickets and on emails.